Client & Service Experience Specialist

DKSH; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

DKSH Singapore seeks a Service Executive, Client & Customer Experience to deliver high-quality, responsive engagement across the full client journey, ensuring issue resolution and continuous service improvement.

You will coordinate with sales and service teams, track orders, provide status updates, manage invoicing and ETAs, and help identify upsell opportunities while upholding service standards.

Qualifications

• Minimum 3 years of relevant experience in customer service or service operations.
• Strong knowledge of CX principles and customer satisfaction.
• Business analytics and data reporting capabilities to monitor service performance.
• Understanding of service operations and process improvement methodologies.
• Experience with CRM or SAP is preferred.

Responsibilities

• Support end-to-end customer journey with timely status updates and order tracking.
• Deliver timely, personalized service across interactions and handle inquiries and complaints.
• Escalate complex issues to ensure effective resolution per policy.
• Build strong customer relationships to support retention and loyalty.
• Coordinate with internal teams on orders and service transactions for accurate delivery.
• Ensure accurate order acknowledgement, ETAs, and invoicing including proforma and tax docs.
• Maintain customer and service records; identify upsell opportunities such as parts and renewals.
• Update team lead on inventory levels to ensure stock availability.
• Manage delivery documentation and coordinate delivery schedules for fulfilment.
• Optimize logistics with shipping and supplier partners for import/export fulfilment.
• Track parts availability and communicate proactive updates to customers.
• Coordinate installation, PM, and calibration activities with the service team.
• Manage claims and escalations for damaged cargo and follow-up actions.

Skills

CX principles

Data reporting

CRM/SAP experience

Communication skills

Process improvement

Service operations

Customer service

Education

Diploma in Business/Marketing/Communications

Tools

CRM/SAP systems

Job description

DKSH Singapore seeks a Service Executive, Client & Customer Experience to deliver high-quality, responsive engagement across the full client journey, ensuring issue resolution and continuous service improvement.

You will coordinate with sales and service teams, track orders, provide status updates, manage invoicing and ETAs, and help identify upsell opportunities while upholding service standards.